Assistant / Deputy Manager

1. Responsible for implementation of the retention process in the company

2. Improve daily productivity and efficiency of team

3. Listen to voice of customers to improve quality of calls and provide inputs to the team and

organization

4. Analyze repeat complaints and suggest permanent solution leading to a high degree of customer

satisfaction

5. Lead and drive the culture of care and compassion coupled with great performance

6. Monitor and ensure customer requests received are promptly attended

7. Support and manage the team consistently by analyzing training and developmental needs 8.

Constantly working on automation to reduce manual interventions

9. Effective cross functional synergy and coordination

10. Process improvements leading to significant reduction in customer disconnection requests 11.

Sharing insights, reports, analysis and presentation to management

12. Understanding of payment process in Enterprise segment

13. Recovering doubtful debts from customers with payments overdue

14. Maintaining good relationship with large customers and managing them personally

15. Acting as a final point of escalation for all customer issues.